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The New Elements of an Integrated Contact Center Strategy

Monday Mar 15, 2:00 PM – 3:00 PM EDT — Sign Up For Events

 

Sponsored by Vonage

 The past year tested businesses in a way like never seen before. Employees were sent to work from home, the ways in which they serve customers shifted, and supporting processes and technologies were pushed to their limits. These changes caused companies to reevaluate the strategic value of their contact centers and reimagine the ways in which they serve their customers. Plans were accelerated, modified, or abandoned altogether as leaders worked to ensure their success in the midst of a pandemic. And now, a year later, it’s time to focus on what will propel contact center success through this new era of customer experience.

In this presentation, Justin Robbins, a contact center researcher, educator, and advisor will guide attendees through the new elements of a contact center strategy. He’ll share how to take an integrated approach to service channels, evaluate which technology capabilities are best suited for delivering streamlined customer experiences, and deliver insights on how to better align the goals of employees, customers, and business stakeholders. There’s been enough talk about what contact center leaders should do to drive sustainable improvement – join this session to find out how you can put your ideas into action.

Presenter:

Justin Robbins, Chief Evangelist, CX Effect

JM-Robbins-Associates.Justin Robbins Justin Robbins, Chief Evangelist, CX Effect

Justin spent the last two decades working through the contact center ranks, leading global training, consulting, and research teams, and most recently, driving the content strategy at a few customer experience and communications technology providers. At CX Effect, he takes that combination of experience as a practitioner, consultant, and technology insider to resource business leaders with the tools, ideas, and relationships they need to simplify the process of finding, buying, and optimizing customer experience technologies.